Stop relying on AI chatbots for customer care, UK banks and energy firms told

Almost half of people who had to use a chatbot found them unhelpful with some concluding the chatbot seemed rigged to ‘make me give up’. Photograph: Alamy/PA

Stop relying on AI chatbots for customer care and guarantee the “right to talk to a human”, Citizens Advice has urged essential service providers, as research found they wasted time, caused stress and delayed problem solving for more than half of users.

The spread of the AI-powered systems to provide help about the provision of vital services such as energy, banking, phones and internet, is making it harder for millions of already digitally excluded people to handle snags, according to the frontline charity that last year provided more than 2.7 million people with one-on-one help in England and Wales.